Staff Satisfaction with Financial and Accounting Services, Faculty of Management Science, Suan Sunandha Rajabhat University

Abstract

Staff satisfaction is a key indicator of administrative efficiency and service quality in higher
education institutions. This study aimed to assess staff satisfaction with financial and
accounting services at the Faculty of Management Science, Suan Sunandha Rajabhat
University. A quantitative descriptive research design was employed, using a structured
questionnaire adapted from the SERVQUAL model to measure satisfaction across five
dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected
from 125 administrative and academic staff members. Descriptive statistics revealed that
overall satisfaction was high (M = 4.08, SD = 0.55), with responsiveness, reliability, and
assurance identified as the strongest contributors to satisfaction. Inferential statistics indicated
that satisfaction did not differ significantly by gender or staff position, but frequency of service
use significantly influenced satisfaction (F = 4.62, p < 0.01). Pearson correlation analysis
showed positive and significant relationships between all five SERVQUAL dimensions and
overall satisfaction. The findings suggest that enhancing service responsiveness, maintaining
reliability, and improving staff empathy can further increase satisfaction, supporting a more
efficient and effective administrative environment.